New Service not being installed while neighbor is tapped on xfinity box located on my property.

After a dozen calls to xfinity and having to explain my situation multiple times it appears Noone is available to meet me at property for me to show what is going on at my property.  There is an xfinity communications box located on my property which my neighbor is tied in to Service.  Xfinity will not come out to take a look. What should I do? Remove box and disallow on my property?